Review of Anchor Lodge Motel 4*

Nice lodge but staff was surprisingly rude when guest got late and didn't let them know in advance. My mistake in the situation: didn't let staff know in advance we would be late check in. Inappropriate from staff: rude questions/behavior, not handing me the room key Situation We changed our plans during our travels for our own specific reasons (time, attractions and driving rest). That caused us to arrive to the lodge way later than expected. We arrived to the lodge 10:30pm and all the lights were turned off. I tried to call them and nobody answered. After a few minutes I walked towards the reception and the person responsible for the reception came out of the room in his pyjamas asking about my reservation. While checking for my reservation he asked in an angry tone: Did something happen? Did your car break? Did you see the time you just arrived? It's 10:30pm. You're lucky I woke up otherwise you wouldn't be able to check in. Did you check the website? It tells you what time the reception is open. Some of those questions were unnecessary to resolve the situation. When I asked about my car parking he answered with the following sentence: It's all good to park over there. The only thing is that there's a bus coming by 11am but the checkout is at 10am so you should be gone by that time. I paid the reservation, he shown me the bed and left. I apologised for the inconvenience and said good night. That was the night before Christmas. Key points They didn't even consider me coming late even though I was in the booking list (previous experience, the hotel called me advising what should I do when I arrive for late checkin) They didn't give me the key for the room. I was glad it was a 9 bedroom dorm and the door remained unlocked the whole night. Otherwise it would be a hassle to open the door again. The staff is responsible to check their guests and be ready for adverse situations. We all have bad days and plans change. Professionalism comes above it all. For this experience I assume the staff is not ready to handle adverse situations from their guests. Im not avoiding my responsibilities (or I would say guest code? ) that I should've called them about my late checkin. But I believe a good business is also defined by its resilience and more important the way they threat their customers. EDIT after owner's response: By the owner's response to all of the negative reviews, you can tell the level of professionalism and customer service and late checkins are not welcomed at all. Owner, I will quote it again in case you haven't read: "Im not avoiding my responsibilities (or I would say guest code? ) that I should've called them about my late checkin. But I believe a good business is also defined by its resilience and more important the way they threat their customers. "